I wouldn't say is was the old business model, @iShop123. The business model has long been working both shoppers and employees as hard as possible for as little as possible. It's just that the loop recently closed on allowing the scheduler to have any leeway on the time/energy put forth into shoppers.
That was always my issue. I wanted more support and interaction. The powers that be wanted less.
The main difference is that it was a smaller company with smaller clients in the past. The giant international accounts they have recently taken on have taxed the company resources to the point where domestic shoppers are left out. If you were an English speaking shopper in rural China your emails would probably get answered quickly.....